Enterprise User Engagement Customer Success Specialist
Listed on 2026-06-17
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Customer Service/HelpDesk
Customer Success Mgr./ CSM, CRM System, Account Manager, Bilingual -
Sales
Customer Success Mgr./ CSM, CRM System, Account Manager, Bilingual
Enterprise User Engagement Customer Success Specialist
- Team:
Customer Success - Location:
US-MA-Natick - Salary Range: $87,700 - $140,400
As an Enterprise User Engagement Customer Success Specialist (CSS), you will be an integral member of the Enterprise account team, partnering directly with a portfolio of large, strategically important organizations. Your focus will be to ensure customers achieve meaningful outcomes from their Enterprise License by deepening their adoption of Math Works products and services and maximizing long‑term value.
In this role, you will drive user engagement across accounts and departments by helping end users onboard effectively, discover new capabilities and build sustainable usage through targeted communications, events, and personalized follow‑up. You will guide customers’ progress along their adoption journey and help strengthen long‑term relationships.
Responsibilities- Identify and onboard new users to increase awareness of the Enterprise License and promote effective use of Math Works tools and training.
- Proactively prospect within accounts to uncover opportunities for expanding product usage and training adoption. Engage and qualify existing contacts to identify additional needs and coordinate follow‑up with Account Managers.
- Design and execute private customer events in collaboration with the account team, ensuring they are well‑planned, promoted, and aligned with customer goals.
- Develop tailored customer communications that support user engagement, reinforce key messages, and help guide users along their adoption journey.
- Execute targeted follow‑up activities with users—such as training recommendations, and personalized guidance—based on customer workflows and needs.
- Maintain accurate customer and activity data in Salesforce ensuring visibility for cross‑functional teams and supporting coordinated enterprise account strategies.
- Measure the effectiveness of user engagement activities, analyze outcomes, and identify opportunities to improve processes, messaging, and customer impact.
- A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or a PhD degree, or equivalent experience) is required.
- Strong customer relationship‑building skills.
- Customer‑facing experience, including prospecting and targeted outreach to users.
- Persuasive verbal and written communication skills with excellent telephone skills and a high level of attention to detail.
- Strong time management and prioritization skills.
- Ability to work well both independently and collaboratively within cross‑functional account teams.
- Ability to analyze data and feedback.
- Proficiency in customer relationship management systems.
- Experience working in a B2B, high‑tech environment is a plus.
- Familiarity with Math Works products and tools is a plus.
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